Dispute on my premiuns

I went to the bank on Friday to inquire about my funeral policy,I was double debited on my premiums for January and my premiums without my knowledge as I was not notified of the change in amount.

When I went through my banking App after taking a statement ,I realized that I have been double debited from Mach 2024 without my knowledge.

I did speak to a consultant who did not want to admit that they are at fault but rather told me that my payments did not go through whereas the App shows that the payments were taken.

The agent I spoke to said that they have escalated my concerns but I have not received any feedback regarding this.

I am not happy about the way that I was assisted by the agent as the agent talked over me and did not want to listen when I asked her to check because they were not willing to thoroughly investigate or take the information that I was giving them from what my App displayed

I would like to be refunded the amount that I was overcharged by and to be compensated for financial distress